Society of Workforce Planning Professionals

It's 9 a.m. on Monday morning.
Twenty staff members have called in sick.
There are hundreds of e-mails that need attention. And calls are coming in as the result of last week's promotional campaign. You feel like no one else has to deal with anything like this... or do they?
You're not alone! People all over the world are dealing with the same issue. But how do you connect with them?
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Become a Certified Workforce Planning Professional (CWPP)!
There are hundreds of e-mails that need attention. And calls are coming in as a result of last week's promotional campaign. You feel like no one else has to deal with anything like this...or do they?
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SWPP Annual Conference
Plan to attend the only conference dedicated specifically to contact center workforce management held each year in Nashville, TN.
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Workforce Management Professional of the Year
SWPP is pleased to sponsor the Workforce Management Professional of the Year award which recognizes a workforce managment profesional who has shown outstanding leadership in the industry.

The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

The difference between Schedule Conformance, Schedule Adherence, and Utilization.

August 17, 2026

There are a number of different terms in the industry to identify elements of how well the staff sticks to the planned schedules. Two that come to mind are schedule “conformance” vs. schedule “adherence.” Vendors and call centers sometimes use the same word but mean something quite different. However, there are essentially three things we care about regardless of what word you use to describe them: · Did the agent deliver a day's work for a day's pay? If the agent is scheduled to be at work and available for 7.5 hours today, did the agent actually log in for...

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Upcoming Events

SWPP Sponsor Web Seminar -- Exclusive look: The next chapter for Anaplan’s Contact Center Planning application

September 10, 2026
12:00 pm - 1:00 pm

Get an inside look at what’s next for Anaplan’s Contact Center Planning application. Join us on September 10th at 11:00 AM CDT for an exclusive webinar with leaders from Anaplan and their partner, Keyrus. They will be: Sharing upcoming and popular Contact Center Planning application capabilities. Unveiling proven strategies from leading contact centers. Demoing features for forecasting, staffing, and budgeting. Reserve your spot today We hope you'll join us!

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SWPP Sponsor Web Seminar -- Beyond the AI Hype: Why Execution Will Determine the Winners in Customer Service

September 2, 2026
12:00 pm - 1:00 pm

Date: Wednesday, September 2, 2026 Time: 11:00 am-12:00 pm CT Beyond the AI Hype: Why Execution Will Determine the Winners in Customer Service As AI adoption accelerates across customer service and CX, so do the misconceptions surrounding it. Every week brings new promises of faster implementations, dramatic cost savings, and autonomous (agentic) AI that can replace people and simplify operations. The reality is far more nuanced. Drawing on new research from DMG Consulting's Beyond the Myths: The Realities of AI in...

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Fundamentals of WFM Web Seminar Series -- Signs of Success: Metrics and Measures of WFM Performance

November 18, 2026
2:00 pm - 3:30 pm

Signs of Success: Metrics and Measures of WFM Performance -- Almost every contact center employee has a performance scorecard, outlining expected levels of performance in many different areas. The workforce management team is no exception. While the tasks may vary from center to center depending on size and functional design, there are common ways to define metrics that point to good performance and a job well done. Learn about the four components of WFM success, along with different ways to...

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VIew All Events

2025 Annual Conference

April 22 - 24 - Nashville, TN

Don’t miss the SWPP Annual Conference! This event is designed specifically for workforce management professionals in the contact center, and includes tons of breakout sessions, networking, and fun! Everyone is invited to attend this conference, and anyone in the workforce planning community can benefit from the informative workshops and opportunities to network with peers. As an attendee at the SWPP Annual Conference, you will:

Learn about industry trends and hot topics from the experts.
Improve your workforce management skills.
Make important contacts and network with your peers.
See the latest technology available to you.
Have a great time!

You don’t want to miss this exciting event, so make your plans to attend now.

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WFM Industry Career Opportunities

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